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Every fall, things happen right on schedule: the leaves fall in the forest and AOL subscribers find themselves getting calendars (OK, "desk planners") they don't want and don't think they ordered. Here are just a few of the avalanche of complaints we've received.
Vonnie of Eagan MN (11/5/03):
I do on-line banking and noticed that I had two charges each of $33.65 from AOL for desk planners that I did not order. When the e-mail notice came, I promtly said no thank you. Today I found out that I have two orders! I called AOL customer service, but they said that I would have to call the off site number at 1-800-810-8238 to cancel the orders. That is where I found out that they are telling people that they have no record of the orders, until they ship.
I immediately went on line to cancel the order. Only I was directed that I had a "bad request". I got on line with a person who identified himself/herself as "Ricci" I explained that I was angry and wanted to have my money refunded. He/she referred me to go on line and go to AOL desk planner. I went on line to cancel the order, and it asked for my name and zip code which I entered. It came up with multiple orders. It asked for my order number, which I didn't have because my order doesn't exist!
I called my bank and they are issuing me a new debit card and I have to write them a letter telling them that I am disputing the charges and why. My customer service rep at TCF Bank advised me that I could file a Security E claim or something like that that will credit my account while they do a further investigation into the matter. I am so angry that a big company can keep getting away with this, and the little people with limited incomes suffer because of it. I consider myself lucky that my customer service person at the bank was so helpful.
Hershel of Charlotte NC (11/5/03):
I received a desk planner for 2003 last year. I called them and advised them that I never ordered it. They told me if I agreed to pay the shipping and handling I can keep it free of charge. I agreed to the terms. Last month my credit card was charged 29.90 for a 2004 desk planner. I called AOL Shop Direct and told them I never ordered it. They told me by accepting the 2003 planner I agreed to receive the desk planner for the next three years. I think that is the most deceptive sales tactic I have ever heard of. I would have more respect for them if they put a gun to my head in an alley!
Linda of Oro Valley AZ (11/4/03):
I was mailed a 2004 AOL DESK PLANNER and enclosed with the planner was a billing statement showing the total amount of $29,90. It also shows it is paid so I am assuming this was charged to my cma account without my approval. On the statement it said if any questions or concerns to visit their customer service website at: www.aolplanners.com which I was unable to pull up! The statement had no phone number.
Mary of Lancaster PA (11/4/03):
My account was charged $80 for two desk planners. I did not ask for these planners, and when I called to find out why I was being charged they were not very cooperative. They told me that because I received the two books last year, that it automatically renews itself. This information was not made known to me at that time. I would have never agreed to pay $80 for desk planners then or any time in the future. They told me I had to wait until I receive the books before I could reverse the charges.
Cheryl of Mesa AZ (11/4/03):
I checked my online checking account on November 4, 2003, at 8:00 am and found that the AOL PLANNER/CP GROUP had been charged to my credit card for $33.65. When this was sent to me by e-mail I answered with do not send. As a result of this unauthorized purchase I now have damages of bounced check charges on my account. I need this reversed now and all bounced fees to be returned.
Rev. Anthony of Charlotte NC (11/4/03):
This is the second time/year that AOL went into my bank account for a desk planner for $43.65. Last year I had to go through my bank First Union/Wachovia to get my money back by disputing the charge. The big picture is AOL. Their customer service is very poor. They will not give you phone numbers of persons in higher positions to handle problems or errors. They sent me back to a AOL website and keyword to correct what they did wrong.
Shawn said his supervisor is Mark Richardson, but he will not talk to a live person, nor take or give a message to him. Keith Jensen is over the entire Billing Dept, but he also will not take phone calls, nor messages. That's a great way to evade, hide, and correct issues. AOL Shop Direct does not have a phone number, stated by Shawn. Then, Shawn tells me that the agreement says once you buy a product through Shop Direct, they have the right to continually go into your account every year without consent. That's another problem, if that is so, our gov't and regulatory bodies are not doing a good job in protecting consumers.
Last year I called them to stop any charge but my internet access fee per month, nothing else. Well, it happened again yesterday for 2004. My bank again is disputing this charge and reversing the charge. Another problem, Shawn #58717 (won't tell his last name)said, even though you correct it with the bank (refund, it is never truly corrected with AOL). Truthfully, it was a accident find your webpage, I was trying to find the way to AOL Direct to cancell them going through my checking account any more. Quess what? I still have not figured it out yet. I wonder about all the others that is going through this mess!
Priscilla of N. Miami (11/4/03):
My checking account was charged $29.90 Oct.27, 2003 for a desk planner I did not order. I purchased one last year and when asked for 2004 planner I e-mailed no. When I called to reverse this charge I was given a number no one answers. I was told desk planner dept. charged my account and they would have to correct the problem. I never gave that dept. permission to charge my account!
I am disabled living on a social security income only; my checking account is very detailed. As a result of this withdrawal I was charged $20.00 because my account was overdrawn.
Clara of Hobbs NM (11/3/03):
I noticed tonight there was a charge from AOL in the amount of $33.65. I first phoned AOL and waited for 20 minutes to be told to contact AOL billing online. I did so and was then told it was for a Desk Planner that I did not order, then he told me it was because I had ordered one in previous years, so therefore they just assumed I wanted it again. He then could not correct the problem, but told me to go to AOL Desk Planner, I did and it brought up over 600 different items. Therefore I will call my bank and put a stop pmt on this amount.
Dawn of Santa Barbara CA (11/3/03):
I just received a 2004 AOL Desk Planner in the mail. I did not order this planner for 25.95 (+4.95 shipping & handling) yet it was charged to my American Express credit card. This credit card is listed with AOL as it pays my monthly service. The planner is sent by AOL in conjunction with CP Group. There were no phone numbers to call (only www.aolplanners.com) and to return it, I must pay for the shipping. While 4.95 is not a big amount, it is still MY 4.95 and something I DID NOT order. With millions of subscribers this is quite a scam.
My time and my money has been wasted! First to figure out why I got this to begin with, what credit card was actually charged and then go online to find out how to return it. Second, repackage the planner and take to the post office, stand in line and spend MY money to return it; Third, to make the complaints. I never did find a number for AOL so I could complain directly to them!
Diane of Naugatuck CT (11/2/03):
AOL direct sent two 2004 desk planners to my home without authorization and billed my checking account twice for 2 different amounts -- one amount for 29.90 and another for 39.90. I was never asked for the books, I have cancer and need my money they stole. I live alone and have a hard time making ends meet; they stole this money and won't return it.
Diana of Portland OR (11/1/03):
I received a day planner for 2004, that I did not order. It was taken out of my checking account. Because I did not know this was done, I am now overdrawn by $25.00. Since AOL took the charges of $29.90 out of my debit account, I am now overdrawn at my bank by $25.00. I want the charges put back into my account and the $25.00 overdraft charge paid for.
Pamela of Robbinsville NC (11/1/03):
I have just received a package in the mail from AOL. When I opened it up, it was a planner and a paper stating that they were going to charge me $24.95 plus shipping and handling for the item. I did not order it. I don't have my credit card statement yet.
Rochele of El Cajon CA (10/30/03):
I was billed without my consent by AOL for a desk planner. They debited my account $29.90 on October 26th, 2003. This charge caused my account to become overdrawn and I incurred over $100 in bank charges, as well as put my account into an undesireable status!
Eva of Sellersburg IN (10/24/02):
I received in the mail today a 2003 Calendar. It states "Thank you for your order." I did not order any such item. I am told it will be billed to my credit card on file and I refuse to pay for the item as well as the postage to send it back. I have it at my home if AOL Direct would like to send a postage paid label, I'll drop it at the Post Office. I will not pay for this item because I did not request it nor did I authorize the charge on my credit card. I will hold the item for 30 days then I will dispose of the item unless I am contacted. My understanding is that by law, I cannot be charged for something I did not request.
Michelle of Tigard OR (10/30/03):
I am on the continual order plan for the AOL desk planner. Last year an error was made where my name was not printed on the front as it had been the previous two years. To avoid a return, I kept it but was told that the system would updated to state that I wanted the words, Michelle Wxxx, M.A., L.P.C. listed in gold on the front for the year 2004. I received my planner today and there is no name on the front.
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